Executive Response Specialist provides timely resolutions to customer complaints that have escalated to the highest level within the organization. Coordinates with product/service suppliers and/or contact center staff to research and determine validity of complaints and evaluate options to remedy these complaints. Being an Executive Response Specialist reviews the underlying facts of the complaint, determines an appropriate solution, and delivers the response to the customer. Requires a thorough knowledge of the products/services offered, well developed customer service skills, and clear understanding of the company's policy regarding complaints. Additionally, Executive Response Specialist exercises a large degree individual discretion and judgement. Tracks complaints and makes recommendations to management designed to reduce the number of complaints. May require a bachelor's degree. Typically reports to a supervisor or manager. The Executive Response Specialist gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work. To be an Executive Response Specialist typically requires 2 to 4 years of related experience. (Copyright 2024 Salary.com)
Wayne State University is searching for an experienced Crisis Response Training Specialist- SSW at its Detroit campus location.
Wayne State is a premier, public, urban research university located in the heart of Detroit, Michigan where students from all backgrounds are offered a rich, high-quality education. Our deep-rooted commitment to excellence, collaboration, integrity, diversity and inclusion creates exceptional educational opportunities which prepare students for success in a global society.
The Crisis Response Training Specialist will support the Crisis Response Training Program Manger by facilitating the execution of a Michigan Department of Health and Human Services (MDHHS) sanctioned training program for behavioral health crisis workers across the state. Tasks will include finding content experts, assessing modules, facilitating delivery whether in person or web based. This position will be within the School of Social Work and the training program will be offered through both Continuing Education as well as credit-bearing courses. This externally funded program (legislative appropriation) will be offered across the state and will rotate locations across the state. This is a 50% FTE position and reports to the Crisis Response Training Program Manager.
Assists the Program Manager in the development and execution of the training program, including the recruitment and contracting expert instructors for creating various modules; finding site locations for onsite training; and ensuring that all training is in compliance with MDHHS expectations.
Assesses and evaluates content of individual modules and the entire training program. May modify or enhance approved program content as directed.
Works to evaluate participant’s efficacy of knowledge and training skills.
Manage payments to course presenters. Ensure accurate and timely disbursement of funds. Resolve payment issues.
Perform other related duties as assigned.
Education Master's degree from an accredited college or university with a degree in Social Work, Counseling, or a related field of study.
Experience Experienced (minimum 2 years of job-related experience)
Must possess and maintain current licensure in the State of Michigan Licensed Clinical Social Worker (LMSW) or Licensed Professional Clinical Counselor (LPCC).
Professional experience in academic institutions or a similar professional environment designing and managing training programs.
Knowledge, Skills, and Abilities
Technical Skills: Strong knowledge of Excel and publisher mail merge features. Video editing and graphic design experience. Ability to troubleshoot technical issues during live events.
Organizational Skills: Ability to prioritize and plan work activities to meet deadlines. Ability to work effectively with established deadlines and pressure.
Communication Skills: Demonstrated verbal and written communication skills with the ability to manage a variety of relationships with various stakeholders.
Interpersonal Skills: Abel to deal with frequent change, delays, or unexpected events. Changes approach or method to best fil the situation and reacts well under pressure.
Financial Skills: Manage expenses and perform bookkeeping duties.
Professionalism: Must demonstrate and possess a high level of professional integrity, ethics, and confidentiality. Demonstrated expertise in collaborating with external partners, such as state agencies, community organizations, or other research institutions
Crisis response programs/practices. Educational training programs and course development. Managing CE courses or similar educational programs.
H13 - School of Social Work
H0701 - Deans Office Law School
Normal office environment. Occasional travel is required. Work may be performed inside or outside of the school facility with exposure to inclement weather and unpredictable crisis situations.
University policy requires certain persons who are offered employment to undergo a background check, including a criminal history check, before starting work. If you are offered employment, the university will inform you if a background check is required.
Wayne State University provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. The university encourages applications from women, people of color and other underrepresented people. Wayne State is an affirmative action/equal opportunity employer.
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